Customer reviews from PetSafe
PetSafe - SmartDoor Connected Pet Door, Dog and Cat, Selective Entry and Exit, App Enabled Pet Door, Smartphone Controlled, Large - White
Average customer rating
4.1
(94 Reviews)
Rating breakdown 94 reviews
5 Stars
58
4 Stars
10
3 Stars
10
2 Stars
6
1 Star
10
79%of customers recommend this product.
(
64 out of
81)
Customer Reviews for PetSafe - SmartDoor Connected Pet Door, Dog and Cat, Selective Entry and Exit, App Enabled Pet Door, Smartphone Controlled, Large - White
Customer Rating
5
Pleased
on January 8, 2025
Posted by: BikingLady
from Beautiful Lower Michigan
Gender:Female
We installed this door in place of the Extreme Weather door as it winter in Michigan and I wanted a locking door. The unit fit in the spot from the other door perfectly! I was concerned as I had seen another post saying it did not. The hole just had to be cut larger and it was a perfect fit. I feel it is wind proof and a good choice for the weather here. The dogs adopted very well to the lock unlocked mode. The door does have a slight delay, so the Coonhound learned fast she could not just barrel through! The beagle learned to jump if the door seemed to slow for him. I am very pleased with door and highly recommend it.
We are installing the last door the Extreme Weather into another spot in the house to the outside.
We are installing the last door the Extreme Weather into another spot in the house to the outside.
I would recommend this to a friend!
Response from PetSafeBy PetSafe® Product Support, January 15, 2025
We appreciate you taking the time to share your experience with us! It's wonderful to know that this door has been a good fit for both of your dogs, and that it's minimized cold and wind transfer for you.
Written by a customer while visiting PetSafe
Customer Rating
1
Missing Foam Spacer
on March 14, 2024
Posted by: seriouslyDONE
from Oklahoma
Gender:Female
I bought this adapter kit, and it was missing the foam spacer. So I have not been able to install my dog door.
I called for a replacement part and was sent a second adapter kit. The box arrived open and damaged, and AGAIN it has NO spacer foam. FRUSTRATING!! It makes me wonder about the quality of the door if they can’t get simple packaging correct.
When I called the company yesterday, it was closed due to a company meeting. Hopefully, they were talking about their packaging issues.
Response from PetSafeBy customer care, Kurgo, March 14, 2024
We are sorry to hear this has happened, while this is certainly unusual our team would be more than happy to make sure this is taken care of with you. While our team was out for a brief meeting yesterday you can reach out to our team via phone Monday - Friday 8am- 7pm EST 1-866-738-4379 or via chat Monday - Saturday 9am - 9pm EST through our Smart Assistant box in the lower right hand side of our website here -https://support.petsafe.net/s/
Written by a customer while visiting PetSafe
Customer Rating
1
Not as great for me
on February 20, 2024
Posted by: Ray O
from Edgewood NM
Gender:Male
I bought this for my large dog and when in smart mode, it takes too long for the door to unlock which has my dog always hesitant to use it, so I constantly have to leave it in manual and unlocked mode, and this defeats the purpose as to why I purchased it in the first place. Also I am constantly having to re-set it because it locks up by itself all the time.and I have to reconnect it to the WiFi to get it to work again (this usually takes a good amount of time to do because it's basically resetting like when its set from the factory). Not sure if I just got a bad one but I'm not a fan! And I really didn't like that when you order this unit, it doesn't really give the greatest description of the thickness of the wall it can be installed on.
No, I would not recommend this to a friend.
Response from PetSafeBy PetSafe® Product Support, February 21, 2024
We're so sorry to hear you're having this trouble with your pet door. This is something our team would be more than happy to assist you with. If you would like you can reach out to our team via phone Monday - Friday 8AM - 7PM EST or via our Live Chat Support Monday - Saturday 9AM - 9PM EST here - https://support.petsafe.net/s/
Written by a customer while visiting PetSafe
Customer Rating
1
The door flap doesn’t flap
on February 12, 2024
Posted by: Cait917
from Sierra Vista, AZ
Gender:Female
This would be a great product to keep other animals out of your home while allowing your pets the ability to come and go. The only issue is the door flap for them to come and go doesn’t flap. Once my dog leave the door stays wide open rather than shutting. I now have to get up all throughout the night to shut the flap. Has been a waste of money and time sadly.
No, I would not recommend this to a friend.
Response from PetSafeBy PetSafe® Customer Care, February 13, 2024
We are sorry to hear you are having this issue with your dog's door. Our team would be more than happy to assist you with this. If you would like you can reach out to our team via phone Monday - Friday 8am - 7pm EST at 1-866-738-4379 or via chat through our Smart Assist box in the bottom right hand side of our website Monday - Saturday 9am - 9pm EST here - https://support.petsafe.net/s/
Written by a customer while visiting PetSafe
Customer Rating
1
Tricky Thing...
on February 10, 2024
Posted by: Peter Lomma
from Lomma, Sweden
Gender:Male
After spending a couple of weeks fiddling around with the door, I have learned some things. It didn't work to connect it using Android. I tried for days. Switching to an iPhone solved the problem in minutes.
It is very wind sensitive and stay open most days with wind.
I got keys for my 3 cats and 1 dog. They seem to register. But only open the door to let them out, not in. I have tried to figure out why, with no success.
The door has a thin external aluminium plate, and foam inside. I have no adaptor or external power. Running on batteries.
I haven't given up on it yet. Replaced a smaller one of another brand that never failed during 3 years. Feeling a little stupid. Hope for some assistance :)
It is very wind sensitive and stay open most days with wind.
I got keys for my 3 cats and 1 dog. They seem to register. But only open the door to let them out, not in. I have tried to figure out why, with no success.
The door has a thin external aluminium plate, and foam inside. I have no adaptor or external power. Running on batteries.
I haven't given up on it yet. Replaced a smaller one of another brand that never failed during 3 years. Feeling a little stupid. Hope for some assistance :)
No, I would not recommend this to a friend.
Response from PetSafeBy PetSafe® Product Support, February 11, 2024
We're sorry to hear you're having trouble with your pet's door. This is something our team would be more than happy to assist you with. If you would like you can reach out to our team via phone Monday - Friday 8AM - 7PM EST or via our Live Chat Support Monday - Saturday 9AM - 9PM EST here - https://support.petsafe.net/s/
Written by a customer while visiting PetSafe
Customer Rating
3
Some issues but so far it works ok
on November 27, 2023
Posted by: Cool Cat and Izzy
from Arizona
Gender:Female
-the battery area with the lights to signify locked or unlocked needs to be on the same side of the screw hole inserts. I didn’t want to have to choose to either have the battery side facing outside where the sun could wear and damage that side or having the screw inserts facing outside so now anyone wanting to break in can simply unscrew my dog door an have a wide open hole for access. Kind of takes the “safe” aspect out of it.
This design flaw was not the case with the regular smart door without WiFi.
-it takes a while for the door to realize the pet is sitting in front of it before it actually switches to unlock. This makes my cat very angry and my dog very confused. With the previous smart door I could adjust the sensitivity of the sensor this version does not have an option like that.
-it keeps disconnecting from my WiFi, I first thought it was my WiFi having an issue except every other device in my house stays connected just fine.
Hoping my dog and cat will get used to the time delay and then recognize the new sound so they know when to go. Otherwise I will have to return this.
Please make these improvements for the next version as well as have an XL size. Would love for my Dane to be able to use the door too some day.
This design flaw was not the case with the regular smart door without WiFi.
-it takes a while for the door to realize the pet is sitting in front of it before it actually switches to unlock. This makes my cat very angry and my dog very confused. With the previous smart door I could adjust the sensitivity of the sensor this version does not have an option like that.
-it keeps disconnecting from my WiFi, I first thought it was my WiFi having an issue except every other device in my house stays connected just fine.
Hoping my dog and cat will get used to the time delay and then recognize the new sound so they know when to go. Otherwise I will have to return this.
Please make these improvements for the next version as well as have an XL size. Would love for my Dane to be able to use the door too some day.
No, I would not recommend this to a friend.
Response from PetSafeBy PetSafe® Product Support, November 27, 2023
We're sorry to hear you're having difficulty with your door! Though it is normal for the door to take a moment to detect the key, we do want to troubleshoot with you to see what could be causing your door to have connection issues. We would also love to go through a few troubleshooting steps with you to ensure that there is not an interference issue increasing the delay in opening beyond what would be expected. So that we can do so, please reach out to us! Our number is 1-800-732-2677, and our hours are Monday through Friday 8 A.M.- 7 P.M. EST.
Written by a customer while visiting PetSafe
Customer Rating
2
Eats batteries and constantly malfunctions
on November 15, 2023
Posted by: DisappointedInColorado
from Colorado
Gender:Male
Since purchasing this door in early 2023 I have had it replaced two times for different issues. During the initial installation, I had a lot of trouble getting the physical device to connect to their servers. It took several tries before it was successful. As you'll read below, I needed to reset the device multiple times throughout my ownership, and this connection issue repeated itself every time I was running through the setup. The first issue I encountered after the initial setup was that the door would drop connection to my network, and that was remedied after several months through a firmware update. During that initial issue I worked with customer service to get a replacement with hopes that the problem was specific to my door, which turned out to not be the case. I mostly kept the batteries out of the door during this time and the dogs were able to just come and go as they would through any dog door.
Once the firmware update was completed, the door was able to maintain a connection to my network, but it started giving me false low / dead battery warnings. Every time this happened, it would disconnect from the network (same result, different cause). Removing the batteries and popping them back in would generally get it working again for a few hours, but the same issue would return. To test whether the batteries were actually draining, I left them in the door for a few days and found they were completely dead in about 4 days. Keep in mind that the door wasn't locking and unlocking during this time - I just had it set to full access so the dogs could come and go freely.
I was sent me a third door, again assuming that it was the hardware on my end causing the issue. The same issue has happened again. The way I operate the door now is that I leave it unlocked with the batteries pulled full time. If we are going away for a few days and the dogs are not going to be home, I put the batteries in, manually lock it, then pull them back out.
I've never been able to even try any of the smart features given the other issues I've had, so I don't have good experience to comment on with those. My only take is that it does take the presence of the tag within a few inches of the door for a few seconds for it to unlock. So if your dogs are used to a normal dog door and just bang through it at full speed, they are going to take a few lumps along the way while they learn some patience. I was offered a fourth door, which I refused.
If you're in a position to use the power adapter with the door, this might work for you. But I never intended to do so, and the location where this door exists makes using an adapter impossible without having the cord run in front of the door opening. I don't know if I'd have the same or similar issues if I had gone that route.
If you're considering this product, test it thoroughly before you go cutting holes in your wall or in an exterior door. And read through the reviews - I'm not the only one that has had pretty serious issues.
I can't recommend this product given my experience.
No, I would not recommend this to a friend.
Written by a customer while visiting PetSafe
Customer Rating
4
WPA2 Internet Required!!
on November 9, 2023
Posted by: jedipetey
from Boulder, CO
Gender:Female
Warning! if you use WPA3 security for internet, this door WILL NOT work. Nowhere in the setup docs or online seems to have this information. You must have or change to WPA2 security on your internet router. Other than that, it does work. It takes the dogs a bit to get used to the delay in the door unlocking, but that's just a training issue.
Written by a customer while visiting PetSafe